Manager, Digital Customer Success Team

Job Description

The Manager of the Digital Customer Succes Team will have vast field and practitioner experience in the industry, and a record of success leading complex projects and delivering business outcomes to their organizations. You will develop a deep understanding of the Flexera solutions from Cloud to On-Premises, and help customer convert that into outcome-based success. The Manager of the Digital Customer Succes Team are outstanding at tracking projects and are organized, structured people that know how to influence and get others to support their cause. They can translate from technical to c-level language and back, align resources and connect the dots. They create connections and put their customers first in every interaction, without losing track of Flexera s business. You are self-motivated, highly organised, strategic and results oriented. You re a natural when it comes to building relationships and love to get things done. You thrive working with customers at scale and can build rapport quickly, gaining understanding and trust through ongoing dialogue and results. What the role is all about... The Manager of Digital Customer Success Team work together to provide a seamless and best in class self-service experience to empower our customers and partners to accomplish more with their Flexera products and services independently. You are the face of Flexera, inspiring customers and colleagues, and creating a world class digital experience. You will effectively coordinate onboarding activities, cross-functional. Responsibilities: Lead, motivate and develop a high-performing team of Digital Customer Success Managers of a team of up to 8 individuals. Self-starter who can be proactive and dynamically adapt to ongoing fast paced change. Manage workload distribution and ensure team efficiency. Be a player-manager, as well as managing the team get involved with a smaller number of customer engagements. Identify and implement operational efficiencies for the team. Track and report performance and KPI metrics for reporting. Provide cross-functional interlock with other areas of the business. Execute the Digital engagement strategy to support a large customer base efficiently. Utilise automated manual onboarding activities, campaigns and self-service resources to drive product adoption. Leverage customer telemetry, health scores and product usage data to help drive proactive outreach and interventions where required. Work with many teams beyond your direct organisation to ensure successful completion and transition of projects into business as usual. Be an evangelist who will use data and customer successes to drive internal commitment and business transformation. Establishing KPI reporting on the Flexera community and reporting out to the wider business to showcase adoption and impact. Potential to extend to other aspects of the customer journey. Skills: Communication - excellent communication skills. Understand how to drive and engage conversations. Ability to persuade and motivate people. Organizational and project management skills - ability to manage multiple projects and maintain many moving parts at the same time. Creative Analytical thinking - ability to come up with new creative ideas to engage and inspire participation. Management Reporting, understanding and driving operational effectiveness across the team. Stakeholder management, ensuring you re able to effectively liaise with the team and senior management. People Management - ensuring that the team and people development is vitally important in having a high-functioning team. Requirements: Minimum of two years experience with leading a team that deliver customer experience projects, initiatives and programs, ideally for a SaaS software company. Able to showcase a track record of successfully planning, organizing, and managing cross-functional projects and programs by developing processes that drive clarity and simplify operational processes. Proven analytical approach with experience of using quantitative and qualitative data to make decisions and achieve measurable business outcomes. Strong organization, strategic and leadership skills with executive presence. Ability to build a collaborative environment within the Success organization and wider Flexera business. Experience working with customers ideally within a SaaS software company. An understanding of how software is bought, sold, and supported. Experience with ITAM, SAM, FinOps and Cloud initiatives would be highly desirable.